Process Management for Customer Satisfaction in a SME Services Company

Abstract

The objective of the research was to demonstrate the influence of the implementation of process management on customer satisfaction of an SME of automotive services. The study was preexperimental pre-test, post-test. Techniques such as interview, surveys validated by expert judgment (Cronbach's Alpha of 0.81) and observation were applied; the general manager, and 20 corporate clients (convenience sampling). The research was developed in stages, starting by the situational diagnosis supported by the pre-test for the analysis of the organizational problems. Based on this, the model of process management was made, taking into consideration the key processes for its operability (customer service, car repairs, purchase of spare parts, and payment). Subsequently, the process management model was implemented and evaluated through the Post Test, obtaining as a result an increase in customer satisfaction with respect to the waiting time of 25%, customer service 21.43%, vehicle repair 7.14% and local environment 9.09%, also optimized service time by 30.64%. The Wilcoxon statistical test determined that process management has a significant influence (p=0.049 < 0.05) on customer satisfaction in the company. Finally, the economic impact was evaluated, being accepted with the results of a NPV of S/. 20,475.23; IRR of 90% and B/C of s/. 1.96.